Team Lead, Customer Service

Job Classification:

Operations - Insurance Operations

The Office of Servicemembers' Group Life Insurance (OSGLI) administers the Servicemembers' Group Life Insurance program (SGLI). SGLI offers life insurance products to servicemembers, veterans, and their families. Prudential has been administering this program since 1965.

Prudential currently has an opening for a Customer Service Specialist in the OSGLI Customer Service Center which handles all correspondence and customer inquiries related to the Program. This individual will support and drive process improvements within the Customer Service Center, which provides service for the SGLI Program and our customer, the Department of Veterans Affairs. The successful candidate must be committed to delivering the highest level of quality and service and be a true customer advocate, demonstrate initiative and drive continuous improvement.

Prudential has been ranked by G.I. Jobs Magazine as a “Top 100 Military Friendly Employer” and we encourage veterans to apply.

Essential Job Functions:
• Support, promote, and drive process improvement methodologies and best practices that enhance customer service and increase employee satisfaction and engagement.
• Analyze trends and identify root causes for complex customer service issues.
• Recommend process improvements and service enhancements.
• Maintains strong relationships with the team, GI OSGLI’s BSD Team and our IT resources.
• Works independently with minimal direction.
• Maintains advanced knowledge of multiple business process, products, and procedures.
• Creating and monitoring process flows for the back office.
• Supporting customer service initiatives and projects as assigned.

Qualifications:
• Typically, 1-3 years of directly related customer service experience and well-developed transaction processing experience.
• College degree or equivalent business/military experience preferred.
• Excellent interpersonal skills with an ability to think like the customer.
• Proven ability to manage multiple assignments concurrently.
• Demonstrated initiative and motivation through success in previous roles.
• Excellent written and oral communication skills.
• Analytical and problem-solving skills.
• Proficiency in the Microsoft Office suite a plus.
• Flexibility and responsiveness to change; the ability to be a change agent for the team.
• Ability to work independently as well as in a team environment.

Any applicant selected for this position will be required to submit to a background screening, including a criminal and credit check, conducted by the Department of Veterans Affairs as a condition of employment in the Office of Servicemembers’ Group Life Insurance. Applicants must be a citizen or a permanent resident of the United States. An applicant’s refusal or failure to comply with the background screening requirement will cause the applicant to become ineligible for this position. In addition, an applicant’s failure to pass the Department of Veterans Affairs background screen may result in disciplinary action up to and including the termination of employment.

The OSGLI Customer Service Center is open from 8am to 5pm Eastern Time, Monday - Friday. To be considered, candidates must have the flexibility to be able to work either of the two shifts (8:00am – 4:00pm or 9:00am - 5:00pm Eastern Time) within those hours. Actual shift assignments will not be determined prior to hire. Over-time may be mandatory during peak times. The OSGLI department is located at Prudential's office in Newark, NJ.

Note: Prudential is required by state specific laws to include the salary range for this role when hiring a resident in applicable locations. The salary range for this role is from $61,000.00 to $90,900.00. Specific pricing for the role may vary within the above range based on many factors including geographic location, candidate experience, and skills. Roles may also be eligible for additional compensation and/or benefits. Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program, whereby an award, if any, depends on various factors including, without limitation, individual and organizational performance. In addition, employees are eligible for standard benefits package including paid time off, medical, dental and retirement.

Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom.

Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services.

We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit www.prudential.com to learn more about our values, our history and our brand.

Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status , medical condition or any other characteristic protected by law. 

The Prudential Insurance Company of America, Newark, NJ and its affiliates.

Note that this posting is intended for individual applicants. Search firms or agencies should email Staffing at staffingagencies@prudential.com for more information about doing business with Prudential.

PEOPLE WITH DISABILITIES:
If you need an accommodation to complete the application process, which may include an assessment, please email accommodations.hw@prudential.com.

Please note that the above email is solely for individuals with disabilities requesting an accommodation.  If you are experiencing a technical issue with your application or an assessment, please email careers.technicalsupport@prudential.com to request assistance.

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